Refunds & Returns Policy
Last Updated: 07/04/2026
1. Overview
This Returns and Refund Policy explains your rights when you buy products from Stitch in Time through www.shopstitchintime.com.
We currently sell made-to-order printed and embroidered clothing. Our products are produced to order, but unless a product is clearly personalised or custom-made to your specification, your statutory cancellation rights for online purchases still apply. Your legal rights relating to faulty, damaged, misdescribed, or incorrect items are not affected by this policy.
2. Your legal right to cancel online orders
If you buy from us online, you usually have the legal right to cancel your order for a standard, non-personalised item, even if it is not faulty.
You have:
14 days from the day you receive your item to tell us you want to cancel; and
a further 14 days to return the item to us after telling us.
To exercise your right to cancel, please email us at help.stitchintime@gmail.com before sending anything back.
3. Conditions for cancellation returns
If you cancel a non-faulty order under your legal cancellation rights:
the item should be returned unworn, unused, unwashed, and in its original condition;
tags should still be attached where applicable;
the item should be returned with its original packaging where reasonably possible;
you should only handle the item as you would in a shop to inspect it.
If an item is returned to us in a condition showing handling beyond what is reasonably necessary to inspect it, we may make a deduction from the refund to reflect any loss in value, as permitted by law. GOV.UK notes that customers may inspect an item as they would in a shop, but deductions may be made where items have been used or damaged.
4. How to start a return
Before returning any item, you must contact us first at:
Please include:
your order number;
your full name;
the email address used for the order;
the reason for the return; and
photographs if the item is faulty, damaged, or incorrect.
Please do not send returns directly to Inkthreadable or any fulfilment partner unless we tell you to do so. Returns sent directly to a fulfilment partner without our authorisation may not be processed correctly.
5. Return postage costs
For non-faulty returns made under your cancellation rights, you are responsible for the cost of return postage.
For items that are faulty, damaged, not as described, or where the wrong item was sent, please contact us first. If the return is due to our error or a product fault, we will work with you to arrange an appropriate remedy in line with your legal rights.
6. Refunds for cancelled non-faulty orders
If you cancel a non-faulty order within the legal cancellation period and return it in accordance with this policy, we will refund:
the price you paid for the item; and
the cost of the basic standard delivery option you selected when ordering, if applicable.
If you chose a more expensive delivery option, we will have to refund the cost of the standard delivery option.
We will process the refund within 14 days of receiving the returned item back (or earlier if appropriate), using the original payment method unless otherwise agreed.
7. Faulty, damaged, incorrect, or misdescribed items
You have legal rights if an item you receive is:
faulty or damaged;
not of satisfactory quality;
not fit for purpose; or
not as described.
If this happens, please email help.stitchintime@gmail.com as soon as possible and include your order details and clear photographs where possible.
Where an item is faulty, damaged, incorrect, or misdescribed, we will deal with the issue in line with your statutory rights. Depending on the circumstances, this may include a refund, repair, or replacement. GOV.UK states that a full refund must be offered where goods are faulty, not as described, or not fit for purpose, and that repair or replacement rights may also apply.
8. Items excluded from cancellation rights
The legal right to cancel does not apply in some cases, including genuinely personalised or custom-made items made to a customer’s specification. Business Companion gives examples such as made-to-measure goods or items engraved with a recipient’s name.
At present, our standard products are our own branded designs and are not generally sold as personalised or bespoke items, so normal cancellation rights usually apply unless a product listing specifically states otherwise.
9. Sale and discounted items
Items bought in a sale or with a discount have the same legal rights as full-price items. GOV.UK says customers have exactly the same refund rights on sale items as on full-price items.
We do not offer any additional voluntary or goodwill return rights beyond your legal rights unless we state otherwise.
10. Made-to-order variation notice
Because our clothing is made to order, there may occasionally be slight variations in print placement, embroidery placement, colour appearance, or finish compared with on-screen images or mock-ups. These small differences can occur due to screen settings, garment manufacture, and production processes.
Nothing in this section affects your legal rights if an item is faulty, significantly misdescribed, or otherwise not in conformity with your order.
11. Delivery area
This policy is written for orders placed by customers in the United Kingdom. If we begin offering international shipping, we may update this policy to reflect any additional procedures or legal requirements.
12. Contact us
For all return and refund enquiries, please contact:
Email: help.stitchintime@gmail.com